Advanced admin

The PCT calling system uses TEAMS to assign phoners to campaigns.  Each campaign has one team assigned to it.  This is found on the “Agent Options” tab when you are editing Campaign settings.

You can manage which users are assigned to which teams in the Administration | Teams section of the calling system’s admin area.

To adjust the team(s) that a specific user is assigned to, go to Administration | Users.  Click on the user’s row, then on the Edit button.  You can then add or remove team assignments for the user, and click Save.

To adjust the users that are assigned to a team, go to Administration | Teams.  Click on the team’s row, then on the Edit button.  You can then add or remove users, and click Save.

Be sure that each team has at least one clicker user, and for best performance, don’t have the same clicker supporting more than one team at the same time.

NOTE – be careful about assigning the same user to more than one team that will be active at the same time.  This can be confusing to the user, who will get a mixture of calls from more than one campaign, and can make it difficult for the calling system to maintain appropriate pacing for the campaigns.

Calling campaigns can hold a single list of targets, or there can be multiple lists loaded into a campaign.  This can be helpful when you have several tiers of priority, and want to work one list first, while having the next list ready to go instantly.

You can access the lists on the Projects | Activity page.  Click on the campaign name.  This will take you to a page that shows all of the lists that you have loaded into the calling campaign.  Lists that are currently turned on will have a green icon; lists that are stopped will have a red icon.

Click on a list row (not on the list name) to select the list, and then click on the button above to start or stop it.

You can have more than one list active at the same time.  The system will pull leads from all active lists.  You can turn lists on and off without interrupting the phoners.

Answering machine detection is the name for the process that a calling system uses to decide whether a call was answered by a live person or by an answering machine or voicemail system.  Calling campaigns often hang up on calls that are detected as answering machines, and only pass the “live” calls out to the phoners.

Answering machine detection is not an exact science.  The system listens to the sounds as the call is answered and analyzes things like the amount and type of background noise and the sound qualities of the voice on the other end, to make a judgment on what type of answered call it is.  This means that when you use answering machine detection, there will always be some answering machines that are passed through to the agents, and some live calls that are hung up on by the system.

In the calling system’s admin area, on the Projects | Monitor page, click on the row of the campaign to select it and then click on the green “Edit” button above.

At the bottom of the campaign settings screen, choose the setting you want in the “Detect Mchn” section, and then click on “Save” in the upper right.  The system will ask if you “want to regenerate the ivr?” – you have to click Yes for the change to take effect.

Important – when you change the answering machine detection setting, you also need to change the speed of your calling. See “How do I adjust the system’s performance (speed)?”

With answering machine detection OFF, you need to call more slowly – use a lower line ratio. 2:1 or 5:2 are typically good choices with answering machine detection off.

If you turn answering machine detection ON, you will want to speed the system up. 4:1 or 5:1 is a good starting point.